File a Claim
Three steps, the documents you'll need, and the 24/7 line to call from abroad. Here's what to do.
Buying first? Cancellation and refund terms are set by the insurer and set out in your policy wording. Compare all coverage → Refund details below
If you experience a medical emergency or need assistance while travelling, call the 24/7 assistance line using the applicable number below. The assistance team will coordinate care with hospitals, medical providers, and billing directly — collect calls accepted from anywhere in the world.
- Emergency Hospitalizations (via TuGo) +1 800 533-8718
- Global toll-free (via TuGo) +1 800 663-0399
- Worldwide Collect (via TuGo) +1 604 278-4108
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From Mexico (landlines only) (via TuGo)
001 800 514-9976
800 681-8070
When dialling from a mobile, hold “0” to insert the “+” sign required for international toll-free routing. For the latest contact details, see tugo.com/en/company/contact-us.
How to file a claim
Call 24/7 Assistance
In a medical emergency abroad, call the assistance line above before seeking treatment so the team can direct you to an appropriate provider and coordinate billing. Available 24/7, multilingual, collect calls accepted.
Submit your claim online
Start your claim through the online portal — the fastest path. Upload documents, track progress in real time, and manage your policy. Email submission is also accepted — see the instructions in your policy documents.
Get Resolved
The administrator’s claims team reviews and resolves your claim. You can track your claim’s progress through the online portal.
Required Documents
- Completed claim form (generated for you in TuGo’s claims portal when you open the claim)
- Original receipts for all expenses claimed
- Medical reports and doctor's notes (for medical claims)
- Police report (for theft or loss)
- Proof of travel (boarding passes, hotel confirmations)
- Proof of payment for cancelled bookings
File your claim online
The fastest way to submit a claim is through the online portal.
Go to Claims PortalNot sure where to start? Email our team and we'll point you to the right place.
Refunds & cancellation
Standard refunds
No refund is available if a claim has been or will be submitted. Otherwise it depends on when you cancel:
Before the effective date — a full refund.
Within 10 days of your application date — a full refund, provided no travel has taken place and the policy has not expired. This 10-day provision does not apply to a Visitors to Canada policy purchased after arriving in Canada.
More than 10 days after your application date, no travel taken — a partial refund less an administration fee, provided the request is received within 90 days after the policy’s expiry date.
After travel has taken place — a partial refund less an administration fee. A minimum premium applies at purchase and is non-refundable once travel has taken place.
Super Visa policies
Policies with a trip length of 365 days or more and a sum insured of $100,000 or more follow their own schedule. If your policy meets those limits but was not purchased for a Super Visa application, the $250 fee does not apply and the standard refunds above are used instead — supporting documentation of your status in Canada is required.
No travel taken — a refund subject to a $250 cancellation fee. If you are cancelling after the effective date, the request must be received within 90 days after the policy’s expiry date.
Super Visa application denied, withdrawn or cancelled — or approved but entry to Canada denied — a full refund before the effective date, or a refund less an administration fee after the effective date, provided the request is received within 90 days after the policy’s expiry date. Supporting documentation is required.
Super Visa application delayed — this is a change of coverage dates, not a refund, and must be actioned before the effective date.
How to request one
Refunds and cancellations are handled by TuGo, the policy administrator, not by Sacraw. Request one via TuGo’s contact page. A written request is required for policies of 365 days or more with a sum insured of $100,000 or more, and for any refund after the effective date. Your policy wording is the governing document.
Your policy wording is the governing document. Refer to the Refunds section of your plan for the complete rules, or contact TuGo.
